Senior Manager, Digital Customer Experience Operations

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. 

 Hot off an IPO in 2021, Toast is investing heavily in R&D, including scaling core products, accelerating growth of emerging products, and incubating new products  that can have a substantial impact on Toast’s long-term growth. We are searching for an operations-focused individual who thrives in problem-solving, working cross-functionally, and is able to identify opportunities in systems and processes that enable product teams to be more efficient. 

 About this roll* (Responsibilities) 

• Leadership and Team Management: Lead and manage the Digital Customer Experience Operations team, including Digital Customer Experience Operations Managers I and II, ensuring alignment with company objectives and fostering a culture of excellence and continuous improvement.
• Strategic Planning: Develop and implement strategic plans and objectives for digital customer experience operations, ensuring alignment with Support Experience  strategy and driving seamless and integrated customer journeys.
• System Integrations Oversight: Oversee the integration of systems such as Salesforce and Intercom, ensuring robust and scalable solutions that enhance the overall customer experience.
• Customer Insights and Analytics: Utilize advanced analytics and data-driven insights to inform strategic decisions, continuously improving the customer experience through data-backed methodologies.
• Experience Architecture: Guide the development and implementation of best-in-class, innovative customer experience architectures across chat, phone, and SMS tools, driving efficiency and high-quality interactions at scale.
• Innovation Leadership: Spearhead the development and deployment of cutting-edge customer experience solutions, staying at the forefront of industry trends and technological advancements.
• AI and Automation Strategy: Lead initiatives to enhance AI deflection and automation within customer interactions, partnering with the Education and Knowledge team to optimize these technologies for onboarding and support.
• Feedback and Continuous Improvement: Establish and manage robust feedback loops from onboarding and support experiences to product teams, driving continuous product improvements and enhancing the overall customer journey.
• Technical Oversight: Provide high-level technical guidance and oversight for the implementation of customer experience tools and systems, ensuring technical excellence and operational efficiency.
• Collaboration: Work effectively with cross-functional teams including product, operations, design, and customer experience to drive alignment and achieve business goals.
• Budget and Resource Management: Manage budgets, resources, and schedules to ensure that projects are delivered on time and within budget, meeting corporate requirements and standards.

Do you have the right ingredients*? (Requirements)

• 5-8 years of experience in architecting chat, phone, and/or CRM tooling, with a focus on both onboarding and customer support.
• Proven leadership experience with a track record of managing and mentoring teams.
• Deep technical knowledge of chatbot development, phone systems, and SMS tools, with a proven track record of overseeing complex integrations and system implementations.
• Strong analytical skills with the ability to leverage data and insights to drive strategic decisions and continuous improvement.
• Proven leadership skills with the ability to mentor and guide team members, fostering a culture of excellence and continuous learning.
• Demonstrated ability to prioritize customer needs and create solutions that enhance the overall customer experience.
• Excellent collaboration skills to work effectively with cross-functional teams including product, operations, design, and customer experience.
• Excellent verbal and written communication skills to convey complex ideas clearly and effectively.
• Passionate about technology startups. Experience in an early stage technology startup.
• Undergraduate Degree

 Special Sauce* (Nonessential Skills/Nice to Haves)

• In-depth familiarity with Intercom and/or Salesforce their  integration capabilities.

*Bread puns encouraged but not required 

Our employees are our secret ingredient.  When they are empowered to succeed, Toast succeeds in achieving our mission to enable our community of restaurateurs to delight their guests, do what they love, and thrive.  The restaurant industry is one of the most diverse industries.  We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

At the heart of this is our hospitality mindset of ensuring everyone feels welcomed and included, and our Toast values and behaviors that best define who we are as Toasters.